Experienced Behavioral Health Customer Service Advocate - Dedicated Line - arenaflex Health Services - Remote

At arenaflex Health Services, we're committed to revolutionizing the way people access and experience healthcare. As a leader in the industry, we're dedicated to delivering innovative solutions that improve health outcomes and increase vitality. We're seeking an experienced Behavioral Health Customer Service Advocate to join our team, working remotely in the USA. If you're passionate about making a meaningful impact in people's lives and have a Master's degree in a related field, we want to hear from you.

About arenaflex Health Services

arenaflex Health Services is a division of The arenaflex Group, creating pharmacy, care, and benefit solutions to improve health and increase vitality. We're driven by a relentless pursuit of innovation, making the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Job Summary

As a Behavioral Health Customer Service Advocate, you'll play a critical role in supporting members and providers seeking services, as well as claim questions for mental health and/or substance use disorders. You'll work in a structured environment with a designated queue time, utilizing empathy, active listening, multitasking, and problem-solving skills to ensure every caller's experience with arenaflex is both efficient and compassionate.

Key Responsibilities

* Take back-to-back phone calls from members and providers, lasting approximately 8-10 minutes each

• Triage and conduct intake for risk of harm and substance use concerns
• Communicate eligibility, assist with scheduling appointments, provide referrals, quote benefits, and advise on authorization requirements
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)
• Work with account-specific VIPs to ensure appropriate support for members
• Provide start-to-finish case ownership with claims by:

+ Explaining how benefits were applied to claims and how claims were processed + Supporting complex case completion and appropriate resolution achieved through any necessary communication + Working with claims examiners to determine appropriate steps in resolution + Communicating with healthcare professionals to clarify and resolve claims issues impacting the member and provider + Reprocessing claims

Requirements

* Master's degree in psychology, social work, or a related field, or Master's degree in another field plus 2+ years of behavioral health experience

• Customer service experience
• Strong time management and multitasking abilities
• Proficiency with typing and PC usage
• Must remain at your workstation while handling calls from a phone queue

Training Schedule

* Monday-Friday, 8:30 AM to 5:00 PM CST

Work Schedule

* Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered

Technical Requirements

* Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload

Compensation and Benefits

* Anticipated hourly rate of $24 - $36 USD per hour, depending on relevant factors, including experience and geographic location

• Eligible to participate in an annual bonus plan
• Comprehensive range of benefits, including:

+ Medical, vision, dental, and well-being and behavioral health programs + 401(k) with company match + Company-paid life insurance + Tuition reimbursement + Minimum of 18 days of paid time off per year and paid holidays

Equal Employment Opportunity

* Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions, including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.

Reasonable Accommodation

* If you require reasonable accommodation in completing the online application process, please email: [email protected] for support.

Tobacco-Free Policy

* The arenaflex Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible.

Apply Now

If you're passionate about making a meaningful impact in people's lives and have a Master's degree in a related field, we want to hear from you. Apply now to become a part of our team at arenaflex Health Services. Apply for this job